How to report an issue ?

Product

Version

Platform

All

All

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Four Js has support centers located all over the world.
You can find their addresses, phone numbers and email addresses here.

You can contact them :

By phone

By email

When contacting support by email you should include sufficient information to get a quick and efficient answer.
Below is a standard list of information and questions you must include in your email, depending on the product implied in the problem. The commands you need to use to find the information are also listed..

In all cases you will have to provide the following information ;
* The name of your Company
* Your name
* Your License Number : To get it, just run fglWrt -a info license when your environment is set.

Issue with Genero

Your Application Server Configuration:

The Operating System :

uname -a

The version of the Operating System :

Sometimes uname -a gives you the version of the Operating System; for other Operating Systems the command will differ :

On AIX : oslevel

On Linux : vi /etc/redhat-release or vi /etc/suse-release

32 bits or 64 bits

The processor : Intel, Itanium, ...

Your Database Server:

The Operating System and its version (if different from the Application Server)

The name and the version of your Database Server

The name and the version of your Database Client (if different from the Database Server)

Your Genero Configuration:

The version of Genero

fglrun -V

The name of the package you installed
ex : fjs-fgl-2.10.01-build1138-lnxlc23.run

The name of the driver you are using
ex : dbmoraA1x.so or dbmoraA1x.dll

Your problem:

Describe your problem as precisely as possible.

Send us the complete error message if you received one.

Send a short test case reproducing the problem.
If possible the test case should not require database access; if a database is really needed also attach the SQL files to create and fill the required tables.

Issue with Business Development Suite

Your Application Server Configuration:

The Operating System :

uname -a

The version of the Operating System :

Sometimes uname -a gives you the version of the Operating System; for other Operating Systems the command will differ :

On AIX : oslevel

On Linux : vi /etc/redhat-release or vi /etc/suse-release

32 bits or 64 bits

The processor : Intel, Itanium, ...

Your Database Server:

The Operating System and its version (if different from the Application Server)

The name and the version of your Database Server

The name and the version of your Database Client (if different from the Database Server)

Your Business Development Suite Configuration:

The version of BDS

fglrun -V
If the name of your runner is not fglrun, you need to run:<runner_name> -Vwhere <runner_name> is the name of your runner

Your problem:

Describe your problem as precisely as possible.

Send us the complete error message if you received one.

Send a short test case reproducing the problem.
If possible the test case should not require database access; if a database is really needed also attach the SQL files to create and fill the required tables.

Issue with Genero Desktop Client and ActiveX

Your Application Server Configuration:

The Operating System :

uname -a

The version of the Operating System :

Sometimes uname -a gives you the version of the Operating System; for other Operating Systems the command will differ :

On AIX : oslevel

On Linux : vi /etc/redhat-release or vi /etc/suse-release

Your Business Development Suite Configuration:

The version of BDS fglrun -V If the name of your runner is not fglrun, you need to run:
<runner_name> -Vwhere <runner_name> is the name of your runner

The name of the package you installed

Your Client:

The Operating System

If the Operating System is Linux, then specify the window manager used and the exact name of the GDC package you have installed.

The version of the Genero Desktop Client :
click on "about" at the bottom of the GDC window

If you are using the GDCAX or connection type is HTTP :

The version of your GAS gasd -V

the webserver type you are using (Apache, IIS...) and its version.

If the GDC crashes (.i.e: the whole GDC ends unexpectedly with an error message, all the launched applications are forced to close) :

Attempt to record a log, and please play it in order to see if it reproduces the issue. If so, please send it to us, our debug tools should allow us to find the cause of the crash.

Describe as precisely as possible the problem you are encountering. If there is an error message, please send it to us.
Ideally, send us a test case that reproduces the issue, and screenshots showing your problem . If that is not possible, record a log, and play it in order to check if it's really duplicating the problem. If so, send it to us.

Issue with Genero Web Services

Your Application Server Configuration:

The Operating System :

uname -a

The version of the Operating System :

Sometimes uname -a gives you the version of the Operating System, for other Operating Systems the command will differ :

Your problem:

Send us the debug information received when setting FGLWSDEBUG to 3 and reproducing the problem.

Send us the complete error message if you received one.

Send a short test case reproducing the problem.
If possible the test case should not require database access; if a database is really needed also attach the SQL files to create and fill the required tables.

Issue with Genero Application Server and Genero Web Client

Your Application Server Configuration:

The Operating System :

uname -a

The version of the Operating System :

Sometimes uname -a gives you the version of the Operating System; for other Operating Systems the command will differ :

The GASD logfile:

You can find the GASD logfile in the "$FGLASDIR/log" directory.
See information about this logfile in the User Guide of the Genero Application Server here.
To get more precise and accurate information, set all the categories, log in a single file and choose xml format.